Contact centers and agents represent their company, often serving as the primary channel between businesses and customers. More and more, today’s modern contact centers are accommodating flexible work environments with agents working in-office, from home or offshore. As the complexity of new working habits and the technology platforms that power contact centers grow, so too does the challenge of assuring the quality of service agents deliver to customers.
According to research, the average call center receives 4,400 calls per month. In large contact centers, statistics have shown as high as 30% of those calls have been impacted by environmental, behavior, or technical performance issues. With simple math, we can deduce that 1,320 callers are subject to some type of negative experience when they call in to contact centers. And, since almost 90% of customers report switching brands after a single poor customer experience, bad calls will seriously impact an organization’s bottom line.
Without a way to monitor and quickly diagnose, troubleshoot, and resolve these agent environment issues, businesses put contact center productivity and customer satisfaction at risk.
Introducing Cyara ResolveAX!
Cyara ResolveAX (formerly LiveVQ) empowers brands to deliver flawless CX by enabling real-time monitoring, diagnoses, and resolution of technical, connectivity, voice quality and environment issues that negatively impact customer experience.
ResolveAX provides contact center agents, managers, and IT immediate visibility and control to resolve issues that occur during live customer calls. How? From the moment agents log in to their cloud contact center platform and start taking calls, ResolveAX is automatically capturing real-time call data. When issues arise, contact center teams are immediately alerted.
ResolveAX shares more than just defect data, though. Each alert includes error-resolution guidance, empowering non-technical agents and supervisors to fix simple issues quickly and get back online. And for more complicated problems, supervisors and IT can view detailed data about call quality performance for individuals or groups of agents via customizable dashboards.
With this live data, visibility and troubleshooting support, contact centers can improve productivity and clear support tickets more quickly than before through non-technical resolution guidance, faster root-cause analysis, and accelerated mean-time-to-repair.
With ResolveAX, customers have saved:
- Up to 4 Hours of Troubleshooting/RCA Saved per Agent issue
- Up to 80% Decrease of Agent-related Tickets Submitted
- Up to 50% reduction in Agent downtime
In Large Contact Centers, as Many as 30% of Calls Have Voice Quality Issues
Cyara ResolveAX Product Tours
Click through the product tours below to see precisely how ResolveAX helps contact center IT teams and at-home agents work together to deliver flawless CX.
Click Below to See How ResolveAX Helps Contact Center IT Teams
Click Below to See How ResolveAX Helps At-Home Agents
Wouldn’t It Be Great If You Could…
…With ResolveAX, You Can!
With real-time, continuous monitoring and diagnostics of the agent environment, ResolveAX helps you deliver flawless CX by providing contact center teams with automatic alerts that display actionable, live call and connectivity data, driving faster root-cause analysis and resolution, and supporting IT to get agents back to taking calls, serving customers, and making sales.
Cyara Automated CX Assurance Platform
Cyara ResolveAX is part of the award-winning Cyara Automated CX Assurance Platform which enables companies to deliver better CX with less effort, cost, and risk. Cyara supports the entire CX software development lifecycle, from design to functional and regression testing, load testing, and production monitoring, ensuring enterprises can build flawless customer journeys across voice and digital channels.
Velocity
Functional & Regression Testing
Botium
Chatbot Testing & Assurance
Cruncher
Performance Testing
Pulse
Customer Experience Monitoring
ResolveAX
Agent Experience Assurance
Resources
Datasheet: Cyara ResolveAX
Article: Challenges Contact Center Technical Teams Face Ensuring At-Home Agents Can Still Deliver Flawless CX
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See how the Cyara Automated Customer Experience Platform can help you achieve your CX Assurance goals, and delight your customers